--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Field Service Management release notes for upgrades from Xanadu to Zurich # Combined Field Service Management release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 12 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Field Service Management Release Notes for Upgrades from Xanadu to Zurich This consolidated guide assists ServiceNow customers in preparing for upgrades of Field Service Management (FSM) from the Xanadu release through Yokohama to Zurich. It outlines key new features, changes, deprecations, upgrade considerations, and activation information relevant to these releases. The document emphasizes important updates to Google Maps API usage, scheduling optimization, agent management, appointment booking, and accessibility improvements. Show full answer Show less ## Important Upgrade Information * **Google API Changes:** From March 1, 2025, Google's Places API, Directions API, and Distance Matrix API are designated legacy services. Customers must enable the new Places API (New) and Routes API in the Google Cloud Console and upgrade to patches (Xanadu Patch 9, Yokohama Patch 3, or later) to maintain compatibility. * **Yokohama Upgrade Impact:** Appointment Booking configuration tables extend the Application File \[sysmetadata\] table, potentially increasing maintenance time due to automatic re-parenting based on record count. * **Zurich Release:** Uses latest Google Maps APIs and Dispatcher Workspace 8.0; customers should enable new APIs to avoid service issues. ## Key Features Introduced (Xanadu to Zurich) * **Schedule Optimization Enhancements:** New objectives such as maximizing SLA compliance buffers, minimizing task time penalties, and maximizing preferred agent assignments. Start and end-of-day location definitions improve travel time accuracy. * **Field Service Territory Capacity Analytics:** Interactive dashboards to track capacity trends, perform gap analysis, and filter data by territory or demand channel. * **Agent Relocation and Flexible Work Locations:** Temporarily relocate agents between territories, define different start and end workday locations for agents, and apply exceptions to override defaults for improved scheduling accuracy. * **Now Mobile Agent App Enhancements:** Field technicians can create and manage sales opportunities directly during field visits. * **Dispatcher Workspace Improvements:** Support for multiple time zones, intelligent scheduling guidance, ranking of scheduling options, and filtering to focus on on-shift agents. * **Beans.ai Integration:** Route optimization for bundled tasks. * **Appointment Booking Enhancements:** Configuration options to calculate or skip lead times during rescheduling and to consider holidays in lead time calculations. * **Field Service Marketplace Automation:** Automated task pushing to marketplace contractors with filters, progressive push, and lowest-cost contractor assignment based on responses. * **Field Service Quality Management:** Review and feedback workflows for work order quality before task completion. * **Workforce Enhancements:** Extended calendar access across roles, group and territory calendar visibility, and personal event creation. * **Multiple Work Configurations:** Support for different work types (Installation, Repair, etc.) with tailored workflows and table extensions. ## Changes and Deprecations * **Capacity and Reservations Data Model:** Updated to include agent start and end locations. * **Configurable Workspace Reflow:** Dispatcher Workspace and Workforce Optimization support browser zoom up to 400% with maintained content and functionality, improving accessibility. * **Google Maps APIs:** Migration required to new Places API (New) and Routes API due to legacy status of prior APIs. * **Feature Removal:** The Field Service dashboard has been removed from the Emergency Exposure Management application. * **Deprecations:** FSM Agent Classic Workspace plugin is no longer supported starting Xanadu, and the capacity constraint feature for Schedule Optimization is planned for deprecation starting Zurich. ## Activation and Additional Requirements * FSM is activated via the Field Service Management plugin and additional plugins enable specific features such as Technician-driven sales, Advanced Appointment Booking, Task Dependencies, and Agent Efficiency. * In Yokohama and Zurich, FSM is active by default with new plugins available for advanced capabilities. * No new browser or localization requirements were introduced across these releases. ## Accessibility Improvements * Workspace redesigns support WCAG 2.1 Level AA conformance, enhancing usability for users with low vision or other accessibility needs. * Reflow functionality ensures page layouts adapt to high zoom levels without loss of content or usability, with an option to disable this behavior if desired. ## Practical Benefits for ServiceNow Customers * Improved scheduling precision and optimization capabilities lead to more efficient field operations and better SLA adherence. * Greater flexibility in agent management supports dynamic workforce allocation and reduces manual overhead. * Enhanced mobile capabilities empower technicians to engage customers with sales opportunities during service visits. * Automation in marketplace task assignment streamlines contractor engagement and optimizes cost-efficiency. * Accessibility enhancements ensure inclusive usability across diverse user needs. * Upgrading to Zurich prepares customers for future improvements and maintains compatibility with Consolidated page of all release notes for Field Service Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Field Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Field Service Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-fieldservicemanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can't enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Xanadu Patch 9 version or higher to ensure compatibility. | | Yokohama | Upgrade information : * Upgrading to Yokohama may extend the upgrade maintenance time of a customer due to Appointment Booking. The Appointment Booking configuration tables get extended to the Application File \[sys_metadata\] table as a part of the upgrade. After upgrading to Yokohama, re-parenting occurs automatically and the duration of the re-parenting depends on the number of records in Application File \[sys_metadata\] table. * Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can't enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Yokohama Patch 3 version or higher to ensure compatibility. | | Zurich | Upgrade information : Effective March 1, 2025, the Google Places API, Directions API, and Distance Matrix API have been designated as legacy services. The newer versions of these services are Places API (New) and Routes API. Google Maps APIs for Field Service capabilities uses the latest version of the APIs in the Zurich release and Dispatcher Workspace version 8.0. To help avoid issues with the Google Maps APIs, enable Places API (New) and Routes API from Google Cloud Platform Console. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Field Service Management. {#dfrn3-fieldservicemanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Schedule Optimization features](https://www.servicenow.com/docs/access?context=schedule-optimization-engine&family=xanadu&ft:locale=en-US) : Use Schedule Optimization to do the following tasks: * Use new objectives such as Maximize SLA compliance buffers, Minimize task time penalties, and Maximize preferred agent assignments when you're creating a policy. * Define start-of-day and end-of-day location for territory users, improving scheduling accuracy by calculating travel times based on actual agent locations. * Keep similar tasks together by scheduling pre-made bundles. * Reduce the beans.ai travel estimate processing time with asynchronous processing. * Access the Field Service Management Scheduling Health dashboard to view task metrics, technician metrics, and optimization configuration details. * Enable dispatchers to influence the behavior of schedule optimization by allowing dispatchers to edit select fields on a work order task. Dispatchers can override work order task parameters, assign tasks based on technician preferences, and allow overtime. [Field Service Territory Capacity Analytics dashboard](https://www.servicenow.com/docs/access?context=capacity-dashboard&family=xanadu&ft:locale=en-US) : Use the Field Service Territory Capacity Analytics dashboard for the following tasks: * Use interactive charts and graphs to track capacity trends, including overall demand versus allocated capacity and capacity usage over time. * Perform capacity gap analysis with a customizable pivot table view, which enables you to explore data by territory and demand channel. * Apply filters to view specific data based on your setup, which enables targeted analysis and informed decision-making. [Agent relocation](https://www.servicenow.com/docs/access?context=relocate-agents-territories&family=xanadu&ft:locale=en-US) : Manage your agents by performing the following tasks: * Relocate agents from one territory to another for a particular duration. * Facilitate precise destination territory selection, which ensures that each agent is placed in the most preferable location. * Match resource availability with task requirements through improved schedule planning, which optimizes task execution and efficiently addresses unscheduled work. * Minimize manual overhead and avoid manual tracking processes by simplifying the handling of temporary resource relocations. [Optimize agent operations with flexible work locations](https://www.servicenow.com/docs/access?context=change-agent-start-end-location&family=xanadu&ft:locale=en-US) : Add flexible work locations for agents by performing the following tasks: * Define different start-of-day and end-of-day locations for agents to start their day at one location and end at another location, providing flexibility in their operations. * Offer additional flexibility by implementing exceptions to override default behaviors during specific periods. * Improve scheduling accuracy by calculating travel times based on the agent's start and end locations. [Sales opportunity in Now Mobile Agent app](https://www.servicenow.com/docs/access?context=create-opportunity&family=xanadu&ft:locale=en-US) : Enable field service technicians to perform the following the Now Mobile Agent application. * Create sales opportunities directly from customer locations during field service visits. * Access data to view, search, and filter sales opportunities. [Dispatcher Workspace](https://www.servicenow.com/docs/access?context=using-dispatcher-workspace&family=xanadu&ft:locale=en-US) : Use Dispatcher Workspace to perform the following tasks: * View multiple time zones to see agents who are available for work order tasks across multiple locations. * Receive intelligent guidance about all possible scheduling options for unscheduled tasks. Rank scheduling options based on agent-to-task match percentage, distance, and more. * Hide off-shift agents so dispatchers can focus on who's available and ready for tasks at that moment. [Beans.ai map integration for bundled tasks](https://www.servicenow.com/docs/access?context=c_AutoRouting&family=xanadu&ft:locale=en-US) : Optimize routes for bundled tasks with beans.ai. [Appointment booking enhancements](https://www.servicenow.com/docs/access?context=appointment-booking-administer&family=xanadu&ft:locale=en-US) : Use appointment booking enhanced configurations to perform the following tasks: * Book appointments for work order tasks. * Enable the system to calculate or skip lead time when rescheduling appointments, depending on the selected configuration. * Consider holidays when calculating lead time for appointments. [Field Service Marketplace enhancements](https://www.servicenow.com/docs/access?context=fsm-marketplace&family=xanadu&ft:locale=en-US) : * Automate the process of pushing tasks to the marketplace, automatically creating marketplace requests, and listing eligible contractors as determined by your specified criteria. * Set up task filters to identify the work order tasks that qualify for the marketplace. * Incrementally push marketplace requests to eligible contractors based on their ranking using the Progressive push check box. * Evaluate contractor responses and automatically assign tasks to the lowest-cost contractor using the Response evaluation flow field. [Field Service Quality Management](https://www.servicenow.com/docs/access?context=quality-management-fsm&family=xanadu&ft:locale=en-US) : Use Field Service Quality Management to do the following tasks: * Review the quality and data from work order tasks before completion. * Address work orders that have been reviewed and sent back for more information. * Provide feedback to technicians and communicate as needed during the review process. [Workforce enhancements](https://www.servicenow.com/docs/access?context=using-manager-workforce&family=xanadu&ft:locale=en-US) : Use Workforce enhanced configurations to perform the following tasks: * Extend access across all personas, allowing every user regardless of their role to view their own calendars. * Configure settings to enable group and territory calendar visibility, authoring agents to view the list and calendars of members in their group or within their territory when Workforce Optimization for Field Service isn't enabled. * Enable agents to create personal events for themselves. [Multiple Work Configurations](https://www.servicenow.com/docs/access?context=configuring-work-configs&family=xanadu&ft:locale=en-US) : Create configurations for multiple work types, such as Installation, Repair, Break fix, and Maintenance. * Set up work configurations for different work types ensuring that relevant work types and flows appear for specified business units or departments. * Create Service Management configurations (SM Configs) to support multiple workflows. * Extend the work order task table to account for different work types. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Field Service Management features. {#dfrn3-fieldservicemanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | Capacity and Reservations Management : Capacity and Reservations Management data model has been changed to accommodate the agent's start and end location. [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) : Dispatcher Workspace and Workforce Optimization for Field Service support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the [#dfrn3-fieldservicemanagement-summary__field-service-management-rn-accessibility](https://www.servicenow.com/docs/HawZ74HZm_Nx~pwdgIlO4w#dfrn3-fieldservicemanagement-summary__field-service-management-rn-accessibility) section that follows. Google Maps APIs for Field Service Capabilities : Upgrade to the new Places API (new) and Routes API for Field Service Capabilities. Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can't enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. Enable the new APIs from Google Console to continue using the API services without any issues. If you create a new Google API key after March 1, 2025, enable the new APIs from Google Console to use these services with the new API keys. For more information see, [KB2111488](https://support.servicenow.com/nav_to.do?uri=kb_knowledge.do?sys_id=3b86844293516210f538fb2d6cba10bf), [KB2112054](https://support.servicenow.com/nav_to.do?uri=kb_knowledge.do?sys_id=47952c8a93556210f538fb2d6cba1026), and [Changes to Google Maps Platform automatic volume discounts, monthly credit, and services transitioning to Legacy status](https://developers.google.com/maps/billing-and-pricing/faq#legacy). | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Field Service Management features or functionality were removed. {#dfrn3-fieldservicemanagement-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | The Field Service dashboard is removed from the Emergency Exposure Management application. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Field Service Management features or functionality were deprecated. {#dfrn3-fieldservicemanagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | * Starting with the Xanadu release, FSM Agent Classic Workspace plugin (com.snc.agent_workspace.fsm) is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. * Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being prepared for future deprecation. It will be no longer be applied for Schedule Optimization. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Field Service Management. {#dfrn3-fieldservicemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Field Service Management is a ServiceNow AI Platform feature that is available with activation of the Field Service Management plugin (field_service_management). For details, see [Activate Field Service Management](https://www.servicenow.com/docs/access?context=t_ActivateFieldServiceManagement&family=xanadu&ft:locale=en-US). Additional Field Service Management features are available with the activation of other plugins. For details, see [Additional plugins for Field Service Management](https://www.servicenow.com/docs/access?context=field-service-additional-plugins&family=xanadu&ft:locale=en-US). Enable field service technicians to initiate and monitor sales opportunities directly through the Now Mobile Agent application by activating Technician driven sales with the Field Service (com.snc.fsm_technician_sales) plugin. | | Yokohama | Activation information : Field Service Management is a ServiceNow AI Platform feature that is active by default. Leverage advanced features of Appointment Booking, such as the appointment slot recommendation, by activating the Advanced Appointment Booking (com.snc.advanced_appointment_booking) plugin. Define the task dependencies for a work order task and schedule tasks based on the dependency by activating the Field Service Task Dependencies (com.snc.fsm_task_dependency) plugin. Integrate agent efficiency metrics with Field Service Management to define and use the efficiency of agents to estimate the work duration for tasks by activating the FSM Agent Efficiency (com.snc.fsm_agent_efficiency​) plugin. | | Zurich | Activation information : Field Service Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Field Service Management, such as specific requirements or compliance levels. {#dfrn3-fieldservicemanagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | Accessibility improvements : Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow : The Dispatcher Workspace and Workforce Optimization for Field Service workspace support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. In addition, the following pages were updated to support reflow: * Territory planning * Service location * Geography * Agent recommendation This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) for details. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Move agents between territories, optimize scheduling, and minimize manual tracking while agents execute tasks. * Create and view sales opportunities during field service visits using the Now Mobile Agent application. * Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Define configurable rules that you can use to derive recommendation scores and optimize your appointment booking slots. * Create advanced dependency relationships among tasks to enhance scheduling accuracy. * Optimize your task assignments by using dependencies that align with the overall objectives and constraints of your resource allocation. * Streamline your capacity and resource management by using enhanced visualization in the Capacity Console. * Calculate the work duration for a work order task more accurately by using the Agent Efficiency feature. See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Use the aggregated agent schedule to optimize the allocation of resources for a territory up to the specified cut-off date. * Flag a task or use assignment assistance directly from the Work Order Task page to streamline task management. * Configure Schedule Optimization to instantly adjust technician schedules in response to real-time events, like new priority 1 tasks, task cancellations, paid time off requests, or delays. See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]